Provide Tier 3 technical support for escalations, manage support cases, perform root cause analysis, collaborate with engineering, develop documentation, lead training, and maintain operational readiness.
- Provide Tier 3 technical support for escalations from frontline and Tier 2 teams
- Deliver expert guidance on configurations, troubleshooting, and best practices to customers and partners
- Manage the entire lifecycle of support cases to ensure issues are recorded, tracked, and resolved in a timely manner
- Perform in-depth fault isolation and root cause analysis for complex technical issues, preparing detailed RCA documents for customers
- Proactively collaborate and exchange information with engineering and product teams to file bugs and advocate for feature requests
- Bachelor's degree in Computer Science, Information Technology, or a related technical field
- Nice to have: Competitor products from Cisco, Checkpoint, Juniper, or Fortinet
- Nice to have: PCNSA
- Nice to have: PCNSe
- Nice to have: CISSP